Customer Charter

Our Customer Charter(PDF, 2MB) explains what you, our customer, can expect from us, how you can help us to help you - our service standards, and what you can do if you're not satisfied with the level of service.

How you can help us to help you

directly contacting the nominated officer listed on correspondence sent to you

contacting us to make an appointment if you have a complex request or need to see a specific officer

recognising the Town may not have the authority to deal with your request and may need to refer you to another organisation

providing feedback to help us improve our service

Our service standards

Visit us and we will:

ensure our reception areas are clearly signposted, easy to locate and accessible to all

greet you promptly and offer assistance in a friendly, professional manner

wear staff name badges identifying who we are and our position at the Town

provide information and advice on a range of Council services

aim to resolve your request at the first point of contact

Online we will:

ensure our website is kept up-to-date

provide convenient online tools

engage with our community on issues that affect them

provide helpful Frequently Asked Questions and ‘how to’ checklists.

On the phone we will:

answer calls courteously, identifying ourselves by first name and service area

strive to provide first point of contact resolution

transfer calls that require specialist assistance from another service area

reply to phone messages as soon as possible

provide a direct contact number for future communications when necessary

Email or write to us and we will:

acknowledge all emails within one working day

respond to straight-forward1 requests for information within two working days of receipt where possible*

respond to general2 enquiries within five working days

respond to complex3 enquiries within 10 working days

keep you informed

1 Basic: easily accessible information (ie. waste collection day, dog registration fees, etc)2 General: needs input from one or more services area and needs some investigation3 Complex - needs research and/or specialist consideration
*Advertising/marketing material, or mail that does not need a reply is not guaranteed a response.

Contact you within 10 working days of receiving your complaint, with either a complete response or with name and contact details of the person dealing with the matter

Keep you informed throughout the whole investigation process

If you are not satisfied with the way your complaint has been handled ask to be referred to the Manager or Director who will personally investigate your complaint and make an independent assessment.

If your complaint has been independently assessed with a final review by a Director, and you’re not satisfied, you may wish to contact the Ombudsman. The Ombudsman investigates complaints about Western Australian government agencies, including local government.

The Ombudsman is located at 44 St Georges Terrace, Perth or can be contacted on 08 9220 7555 or on the Ombudsman website.